We live in the'age of the customer'; a time when customers use multiple channels to interact with your brand, spend more, and have access to more information about you, than ever before. It is a time when customers are two swipes away from a list of reasons why they should switch to your competitor. Banks, global vehicle OEMs, major enterprises, even governments, used to wait and react to customer interactions when customers visited their stores, dealers, branches, or offices. They were, in other words, reactive in dealing with customers. Enter the new era of customer experience.
Telecoms operator Vodafone has been fined £4.6m by Ofcom for "serious and sustained breaches of consumer protection rules". It follows an earlier investigation that found Vodafone had misled pay-as-you-go customers over top-up payments. The regulator also said Vodafone had broken the rules on handling customer complaints. Vodafone offered its "profound apologies" for the failures. The fines stem from two investigations into Vodafone, which has 20 million mobile customers in the UK.
Last week he told the Guardian newspaper that U.S. President Trump administration's decision to allow internet service providers to sign away their customers' privacy and sell customers' browsing habits was "disgusting", after he won the prestigious Association for Computing Machinery's AM Turing award.